[Resolved] HP India — HP can sale a 95% failure products and FAILED at post sales service.

Mahesh Motkar

from Bengaluru, Karnataka

Address:

Hyderabad, Andhra Pradesh

Dear, All Readers and HP Higher authorities I bought HP ENVY TS 15-j109TX NB PC on 8th Jan 14. And started using after a two weeks. Within an month on period it turns in to IRON BOX and started making unbearable noise. I logged the complaint on 12th March 2014. under overheating and fan noise issue <CASE ID- [protected] >. They took 5 working day to attend my compliant (That too after follow-up). Finally technician visited to office on 17th April 14. After running through all test he encountered that the system/unit/NB is 95% failure. He took a required screen shoot for his record. I requested him for a unit replacement, He responded saying "HP Replacement policy is only valid for 15Days from the purchase date." But he said he will discuss with his manager and get back to me in two day. But he placed the order for fan and heat sink unit, and he didn't informed me. I got a email from [protected]@mahaelectronics.com (HP Dealer) saying we have received a part and We will keep you updated on the progress of the case. but no one turned back. When I call executive, he said he will get back to me in half an hour. he also didn't turn back. So I escalate issue till higher level, hoping that they will value for customer and its money, Mr. Pratheesh C R from HP Customer Relations Case Manager. but the worst scenario is that I had to follow up for a response, every time they asked me to repeat the same story, no one found doing their job sincerely, in between when I called customer care, I surprised by know my case ID is closed without any intimation, and they opened more new case ID's. Now they are raising their hands by pointing on a policy's (made for customers). and the truth is HP is not following their policy. They are requesting to get the part replacement. It means HP can sale a 95% failure products and FAILED at post sales service. Request to HP Higher authorities to look in to this issue and do the needful. Mahesh

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Aug 14, 2020

Complaint marked as Resolved

HP India customer support has been notified about the posted complaint.

May 16, 2014

Updated by Mahesh Motkar HP failed to resolved my issue from last 2 month.
They provided me Unit replacement and that was also failure with overheating as well displace brightness.
On the top replacement of replacement also failed...Looks like HP delivered the 15 J109 - TX without quality check and so looks Series is failure.
Hope HP will understand and value the customers money and effort. Will provide the best resolution.

The amount of time I am wasting towards this is double then Unit prize now... Every time I am getting a response as "Our special technical team is working on this"..

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Comments

suraj kumar prasad

Dear, All Readers and HP Higher authorities I bought HP Pavilion G62231TX NB PC on 21st feb 13. And after 8 months the battery started behaving abnormally.The situation became worst after 10 to 10 and 1/2 months.Finally on 18th feb 2014 i.e, 3 days before the warranty gets over, I locked a case against it<CASE ID- [protected] >.They took the necessary step and send the engineer.The engineer visited at my place and he too was not satisfied with the battery performance.Since he was bound with companies law he just performed some tests and took the snaps.At that time unfortunately or I can say my bad luck the test was positive.However he assured me about the right step to be taken by HP team.After his visit I performed the same test after 10-12 days and the status was "Replace the battery and ID was Failure".15 days past and I neither received any mail or call from HP team.When I called back to CSE of HP I was shocked when I listened that my case was closed without informing me.When I told the whole story again than they accepted their fault and re-locked a new case and gave me a new case id<CASE ID- [protected] >.The same case happened again and my case was again closed.3rd time when I called the CSE of HP they locked a new case with<CASE ID- [protected] >.Finally they transferred my call to
Biraja Prasad Bidhar
Case Manager
India Customer Relations
PPS CSS, Asia Pacific & Japan
Dear readers and HP authorities, this guy used the power of his position and talked in a nonsense manner.I had attached the image of failure status of my battery as a proof.But this man didn't listened any of my word and denied to replace the battery.I tried to convinced him but he didn't listened a single word.The reason he gave is that."It is not under HP policy".Mr.Bidhar can you say me what is HP policy?Let me give the answer.."Hp policy is to torture their customer and run away at the time of helping them and cheat them by closing their cases without informing them" .Further Mr.Bidhar told me that your warranty is over, but he forgot that I have locked the case during warranty period.He told me that the Cycle Count of your battery is over, but he forgot that he took near about 2 months to talk to me in those 2 months the Cycle Count raised from 230/300 to 309/300 is it my fault Mr.Bidhar?He told me that age of the battery is above 550 days.Mr.Bidhar are you literate or illiterate, till 10th April 2014 it is near about 422 days.
I Request to HP Higher authorities to look in to this issue and do the needful.Suraj Kumar Prasad